ComplaintsforNissan Extended Services North America (NESNA)

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an extended vehicle warranty on November 6, 2023. The salesman, *********************, assured me that the coverage was effective on said date. A representative was sent to my home to inspect the 2017 Nissan Titan for the coverage and he indicated the vehicle was in excellent condition. I drove the Titan for about **** miles and took it to Midland Nissan for inspection to obtain the tags. The dealership called me and said it could not pass the inspection because the rack and pinion had to be replaced. I told them about the warranty I had purchased but they denied it without calling to file a claim. I called ************* and was told that the warranty was in effect and the item was covered. ********* from Nissan called and gave me case #********. She called a week later and said she needed one more week to review. After numerous phone calls and different reps, the issue was that the vehicle had not been inspected. The dealership finally confirmed the inspection and filed the claim which was denied because they had fixed it before filing a claim. I had to pay $1865 out of my pocket because after almost 3 weeks, I needed my vehicle. I want a reimbursement of $1865.

  Business response

  02/14/2024

  NESNA Compliance has received this complaint; it is under review by Claims.

  Business response

  02/14/2024

  ****,

  NESNA Claims reviewed the notes from their team on this case. Apparently, there were some misunderstanding and confusion which led us to incorrectly deny a repair that was eligible under **************' *************** Contract. Claims spoke with ************** and requested copies of the invoices and receipt; once received, they will send him a reimbursement check.

  Thank you.

  Customer response

  02/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I HAVE REQUESTED THE REFUND FROM MY GAP INSURANCE OVER 3 MTHS AGO AND HAVE BEEN GETTING THE RUN AROUND. I WAS TOLD LAST THAT I WOULD RECIEVE MY REIMBURSEMENT BY 8/4. WHEN 8/4 GOT CLOSER, I EMAILED THEM AGAIN AND RECIEVED AN UNUSUAL RESPONSE OF " Good Afternoon *********,Unfortunately, we do not have an ETA of when your refund will be processed. It usually takes 6-8 for refunds to be processed.Thank You ******* "I HAVE ASKED FOR A SUPERVISOR, A CALL BACK, AN EXPLANATION. YET I HAVE GOTTEN NOTHING. AT THIS POINT IT'S FAIR TO SAY THEY OWE ME INTEREST.

  Business response

  09/12/2023

  ****,

  I've forwarded this complaint to ***, who is NESNA's provider for GAP policies. According to our contracts reporting system, the policy in question has been canceled; I'm just waiting to confirm with *** and will provide an update ASAP. Thank you.

  Customer response

  09/16/2023

  Thank you I received my refund 

   

  its ashame I had to take it this far 

   

   

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spoke with ******* Nissan about transmission issue with covered vehicle a 2019 Dodge. Was told to take it to a dodge dealer for check/repair. On August 4,2023 I took the car to Antioch Dodge. They determined that the transmission needed to be replaced and contacted Quality Guard/Nissan sold product. It is now August 14, 2023 and the car is just sitting as Quality Guard said they needed to look at the vehicle. I called their number ************ and requested status on required visit. Associate was **** and refused my request to speak with a manager. He said it wasn't a management problem and hung up. I called the Nissan ************ number shown on the contract and requested status and resolution. Was transferred to a vm to leave message. I called the 1800-NISSAN1 and was told that they just sell the product and have no involvement with issues with the product they sell. Bottom of the contract says "The *** is administered by Nissan Extended Service North America. ***#..12122454 veh id.. *****************

  Business response

  08/16/2023

  Thank you for taking the time to share your experience. I would like to apologize if anyone interacted with you in a way that was unsatisfactory. Can you please provide more information as to the date and time that someone was rude to you so that I can pull the call? I would like to look into this further. 
  
  In regards to the claim, I have notified the handling agent to contact the repair facility today to approve your claim. I would like to share that although you may have brought the vehicle to the repair at an earlier date, we were not contacted until 8/8/23 by the repair facility. There was a delay in our inspection process however that has been resolved. 
  
  I have also informed the agent to approve your claim with 8 days of rental, hopefully this will help.
  
  Thank You. 

• Initial Complaint

  08/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a cancellation check for gap done back on May 27th. Going 3 months in with no word on where my check is at. Now being told today in 8/10/23 that it has been in processing for the last 4 weeks and there is a chance they could deny my cancellation and keep my check! Out of your mind! I have had to make a payment on a vehicle that was totaled on April 19th 2023 bc this company didnt pay their part! And now I am facing to make another payment on a car I have not owned for the past 3 months!

  Business response

  09/05/2023

  Per Nissan Extended Services North America's contract reporting system, the customer's GAP policy (number *********** was canceled on 5/17/2023 and made effective 4/17/2023 per customer request. The total refund to the customer was $656.43, with the cancellation reason being 'Total Loss'.

  Please let us know if any additional information is needed. Thank you.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I traded my nissan sentra in January. I sent all the paperwork in to get my refund on my extended warranty. They sent it back wanting more paperwork. I sent what they wanted all back in. I finally received my check in the mail. I put in on the cabinet in the kitchen, to take to the back the next morning. My husband's Britany ******* got it off the cabinet and chewed part of the check up. I called the number on the check and spoke with a female and then she transferred to a male. He told me to send the tore up, dog chewed check back to them and it I didn't want to do that after 30 days they would reissue me a check. Then next day I sent the check to the address I was given. It has now been over 6 weeks and I still haven't heard from them. I called the ************** number today and spoke with a female and she told me that the case was closed pending them receiving them documents. I sent the documents but she says they are not scanned in. I told her about what the man said about after 30 days they would reissue me a check and she said that's not on there. The lady stated she would email that department and they had 10 days to respond to me. They sure wouldn't wait 10 days for my payment. She refused to transfer to that department or let me talk to anyone else. I just want my money that is mine. I shouldn't have to be dealing with this now a total of 6 months all together. I want my refund!!

  Business response

  06/20/2023

  Dear ********,
  
  Thank you for bringing your concern to our attention. We apologize for the inconvenience and frustration. NESNA has reviewed your request and see that the check trace has been completed. NESNA has re-issued a replacement check. Please allow 2-4 weeks to receive the check.
  
  Best regards, 

  Customer response

  06/21/2023

  After the BBB contacted them they give the information that the tracer was completed.  The tracer was supposed to be completed 6 weeks ago.  Nissan just would not give that information to me at all.  They would not also send the check!  Thank you!!

  Customer response

  06/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  04/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cancelled my extended warranty on March 3, 2023. I have a confirmation email from Nissan Consumer Affairs. I have called six times to find out where the $3400 refund is to the lienholder. I am trying to pay off the loan and cannot do so until the check is received by the lienholder. The lienholder as of five minutes ago, does not have the refund. Every time I call the number provided in Nissan Consumer Affairs email with the case number and the details of the cancellation, they give me the run around and no one can or will allow me to speak to anyone else. I asked to speak to accounting, they said they can't connect me. I asked to speak to someone else who can help. Was refused this option. The email states 2-4 weeks turn around, but when I call, I am being told 4-6 weeks. Today I was told it takes 60 days. I am more than frustrated with this situation, and I keep getting the runaround; no one can tell me where my check is at; they can't tell me if it's been written not written, sent, not sent -- nothing. Also, the Nissan dealership where I purchased the car, the finance man implied that I must purchase the warranty as it was required with the terms of my loan, which is not the case. That in of itself is super shady. I am very unhappy with this process, I am very unhappy with Nissan, and I will never buy a another car from Nissan again, I am baffled how hard it is to refund a cancelled warranty and even more baffled that no one can tell me if or when the refund was issued. You all had no problems taking my money. It should not be this difficult, You all need to do better. It is now April 12, 2023 and they can't tell me where the refund is in its process. Consumer Affairs can only tell me that they can see I cancelled it. They don't know anything else. These poor agents who are employed by them must get an ear full every time they answer the phone. I am really, really disappointed. I need to know how to get the warranty refund to the lienholder!

  Business response

  04/19/2023

  Hello and thank you for contacting us with your concern. 

  I have contacted your lien holder and verified that the refund check was received by them on 4/12/23. Sorry for any delays that you may have experienced. If there are any other issues please do not hesitate to inform me. 

  Thank you and have a nice day.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed my cancellation of my extended warranty on January 13. I have been calling to find out where my $3000 is that they owe me and I keep getting the runaround and no one can tell me where my check is at. Im very unhappy with this process, I am very unhappy with Nissan, and I will never buy a Nissan again, I dont understand how hard it is to refund me my money when you can take my money in a heartbeat. It shouldnt be this hard to get a refund you need to do better. It is now March 8 when I call where I purchased the car they have no information. They only show that I cancel it. They dont know anything else when I call customer service they cant tell me anything either they dont know where its at and I am starting to get really really upset

  Business response

  03/09/2023

  Hello and thank you for contacting us with your concern. 
  
  The refund in the amount of $2,792.00 was paid to your lienholder and should reflect on your remaining loan through NMAC. The refund was paid on 1-23-23 with an effective date of 1-20-23. 
  
  Please check with your lienholder for further information. As per your vehicle service contract, if the contract cost is wrapped into the loan, then the refund is paid back to the lienholder unless proof of payoff is provided. 
  
  I hope this answers your question and have a nice day.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Auto Loan fraud or total mishandling of funds and lack of quality operations management Hi, I recently purchased a vehicle and had A total loss. However a balance remains (though all debts are paid) and ***** Fargo and Quality Guard Plus Tire and Wheel protection that provided the after market product have No system in place to remove the debt after confirming cancellation. They also have not sent any information to any relevant agencies or myself. I have escalated this for over two months! I believe something is unusual because ********************* of a ******************** manager left the company after selling us our vehicle. There are serious delinquencies in processing at ***** Fargo and with their perspective partners to the extent a balance still Remains and no solution available because the quality guard company claims that my purchase is voided and they cannot provide proof of cancellation although cancellation is showing in their system because they dont know which department handles that. ***** Fargo claim they cannot Remove the balance until proof is received although their partners verification over phone stating the product was voided and canceled. I am being robbed by ***** Fargo for $1500 plus dollars due to this! An account that accrues fees is still active. I need help stopping this from Continuing. Also, I believe ***** Fargo should be audited and the other agencies investigated.Quality Guard Plus is also known as QualityGuard+Plus at ************** Nissan Extended Services North America, QualityGuard+ Plus **************************************************.

  Business response

  02/23/2023

  Hello and thank you for taking the time to contact us with your concern.
  
  I have reviewed this contract and sent to our cancelation department. It seems that initially the program underwriter deducted the full *** enrollment of $1200 from the *** waiver amount. This was due to a misunderstanding that they had about the *** fee being refundable. We have spoken to them today and they have agreed to reverse their position. A supplemental payment will be issued to the lender first thing tomorrow and this should be seen by the lender within about a week. 
  
  Thank you and please let me know if you have any further questions or issues. 

   

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I purchase a 2019 ***** CX-9 with 18k miles on January 7th, 2023 at Nissan Route 23 dealership in ******, **. The finance manager *******************************, basically misrepresented the Nissan Extended Warranty cost and coverage. I call the dealership multiple times since the following week of the sale. And he is never available and no one else in management will attend to the concern. I call NESNA but able to reach customer service for cancellation.

  Business response

  02/17/2023

  Hello and thank you for taking the time to contact us with your concern.
  
  If you are unable to get assistance in cancelling your vehicle service contract from the dealer, please call 1-800-Nissan-1. After you have dialed - listen to the prompts and press #5 for assistance with cancellation of your vehicle service contract. You will be connected to an agent who will advise of needed documentation and guide you through the process of cancellation. 
  
  Feel free to advise here if you have any issues with this process. 

  Customer response

  02/19/2023

   
  Complaint: 19412722
  
  I am rejecting this response because:
  I have also make call to the provided number and no answer. I have made multiple attempts to cancel with customer service but no answer when I follow the same prompt with that number.
  Sincerely,
  
  Iyiola Oduekun

  Business response

  02/20/2023

  Can you please provide in detail, the issue you are having when calling? I have dialed the number I provided previously and called in anonymously with no issues getting through. When calling I reached an agent who was willing to assist me with the cancellation of a vehicle service contract. I am asking you for this information in hopes of improving our service where possible. Can explain what issue you are having specifically when calling?
  
  I do not mind assisting you here with cancellation of your contract/s. Here is what I will need from you per the "Cancellation" section of your vehicle service contract. 
  

  1. Written cancellation request indicating specific policy/policies that you would like cancelled. 
  2. Signed odometer statement or recent service record of the vehicle at the time the cancellation.

  3. ********** name and address where refund will need to be sent. 
  
  If this PMA was financed, then the refund will be paid to the lienholder unless proof of lien payoff is submitted.
  
  Please provide the information requested and I look forward to further assisting you in this matter. 
  
  

   

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2019 Infinity QX60 in the year 2020, currently I'm still paying for this vehicle. Up until a few months ago I was very happy and satisfied with my purchase. Unfortunately, the vehicle started having this very weird noise so I decided to make an appointment for service at ************ Infinity which is my local dealer. At the time I was given a loaner for them to be able to work on my vehicle, they had my car for a week and told me they were able to find where the noise was originating from. Supposedly they where able to fix it. I was called a week later to go pick up the car. The next day I was driving, me and my girlfriend heard the noise again. Immediately I called the same dealer and told them about it, they told me to bring it back in and I was given another loaner for a few more days while they worked on the car. Several days later I was called to pick up the vehicle once more. As I was driving the noise came back on again. I became upset and worried that none of the mechanics were able to find a reasonable explanation to why the car was having this very weird and loud noise. I decided to call the customer service number they gave me which is **************. I spoke to a representative and she advised me to take it to ************ Infinity which is where I originally purchased the vehicle. She gave me a case number# ********. As instructed, I took the car for service, once more I was given a loaner for several days. A few days later I received a call stating that the car was ready, that it was something to do with the balancing of my tires. Driving off the dealer the same exact noise came on. Now, I'm very upset and call the same customer service number. I told them I didn't want this vehicle any more because I feel unsafe in it. This vehicle is still under warranty, so I filed a claim with them to see if I can get it replaced or bought back. After two weeks they told me that they couldn't do anything else for me. Other case # ********

  Business response

  02/07/2023

  Hello Mr. ********** regrettably you have reached the incorrect department.  We are Nissan Extended Services North America.  You did not purchase one of our products. 

  Your complaint pertains to INFINITI Consumer Affairs case # ********.  At the conclusion of that case, you were provided the following information:
  

  If you believe Nissan/INFINITI has still been unable to satisfactorily address the concern with your vehicle, Nissan/INFINITI participates in a special automotive 3rd party complaint resolution program called Auto Line. The Auto Line program is independently operated by the Council of Better Business Bureaus, **** and is available to you at no charge.
  

  
  You may write to:
  
  BBB Auto Line
  A Division of BBB National Programs
  1676 *******************, Suite 550
  ******, ** 22102
  
  Or by calling **************"

  Customer response

  02/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩